Capitec Bank Funeral / Bad Service

Bad,bad service I took a funeral plan with Capitec Bank. My grandson was covered on that plan. My grandson passed away on the 24th of October 19. I submitted my claim on the 28th October 19.All required documents were submitted. To date, they have not payed my claim. They claim to be investigating, I'm not sure what is it that they are investigating. They are also not responding to my emails as I'm looking for answers. I feel that they are deliberately torturing me emotionally. Will you please help me. Claimant : Molifi Sekoere ID no : *** Contact: *** Claim Reference no. ***8 Deceased : Olerato Forenoon Motseko